Associate Director – Call Center

AT&T

. Manage the end-to-end onboarding experience for new call center employees .

Posted 9/17/2026full-timeMesa • Arizona • United StatesSenior💰 $85,700 - $128,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing onboarding processes, coaching, and developing employees in a call center environment. Proven ability to enhance employee engagement, monitor performance, and collaborate with various business partners to ensure a positive onboarding experience.

Highest-signal resume keywords

Leadership ExperienceCoaching Frontline EmployeesPerformance ManagementEmployee DevelopmentStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

CollaborationRelationship-BuildingOrganizational Skills

Industry Keywords

Call CenterCustomer ServiceOnboardingTraining LogisticsEmployee EngagementAttrition ReductionPerformance MonitoringTalent AcquisitionLearning & DevelopmentNesting Activities

About the role

Key responsibilities & impact

Manage the end-to-end onboarding experience for new call center employees
Partner with Talent Acquisition, Interviewing Teams, Learning & Development, and Operations from offer acceptance through production
Coordinate onboarding schedules, training logistics, and nesting activities for incoming classes
Lead, coach, and develop new hires during their learning journey
Set expectations around performance, attendance, engagement, and professional conduct
Provide coaching, feedback, and career development conversations
Monitor employee progress throughout training and nesting
Identify coaching opportunities to improve proficiency, productivity, and customer readiness
Support initiatives to improve engagement, accelerate ramp-to-performance, and reduce early attrition
Supervise and develop employees during onboarding and training
Address attendance, behavioral, and performance concerns
Partner with leadership on hiring, performance management, promotions, disciplinary actions, and compensation recommendations

Requirements

What you’ll need

5+ years of leadership or related experience in a call center, customer service, operations, learning, or employee development environment
Experience leading, coaching, and developing frontline employees
Strong communication, collaboration, and relationship-building skills
Ability to influence across multiple business partners and functions
Experience managing performance while creating a positive and engaging employee experience
Strong organizational skills with the ability to manage multiple onboarding classes and priorities simultaneously
Bachelor’s degree preferred

Benefits

Comp & perks

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone